Alma AP01 - RCA - September 6, 2017

Introduction

This document serves as a Root Cause Analysis for the Alma service interruption experienced by Ex Libris customers on September 6th, 2017.

The goal of this document is to share our findings regarding the event, specify the root cause analysis, outline actions to be taken to solve the downtime event, as well as preventive measures Ex Libris is taking to avoid similar cases in future.

Event Timeline

Service interruption was experienced by Ex Libris customers served by the Alma AP01 instance at the APAC Data Center during the following hours:

September 6, 2017 from 10:44 AM until 11:11 AM Singapore time Zone

During the event, the service was unavailable for the environment.

Root Cause Analysis

Ex Libris Engineers investigated this event to determine the root cause analysis with the following results:

An application defect that was introduced as part of September release required an emergency restart to AP01 instance.

Technical Action Items and Preventive Measures

Ex Libris has taken the following action and preventive measures to avoid such an occurrence in future:

• The issue was fixed as part of September 10^th HF
• As preventive measure Ex Libris extend the testing to prevent similar code and issues . 

Customer Communication 

ExLibris is committed to providing customers with prompt and ongoing updates during Cloud events. Ongoing and prompt updates on service interruptions appear in the system status portal at this address: http://status.exlibrisgroup.com/

These updates are automatically sent as emails to registered customers.

Publication History